Eleveo WFM Release 21.1.13.25

Published: 13 January 2021

New features

No new features at this time. We are focusing on improving the application.

Changes and improvements

Putting a schedule to production from the schedule wizard page – It is now possible to put a schedule to production directly from the schedule composer page, using the new 'Put to Production' button. It will be saved automatically, if not already, and then automatically put to production, without a need to go back to the Scheduling Studio page.

Forecasting calculations based on full weeks – In the new version, only full weeks can be selected from the 'Historical Data Range' during the creation of a new forecast.

Several improvements to the forecasting process – To achieve better results, several changes have been introduced to the way the forecast is calculated. First, in case there are '0' values in historical data, these values are replaced with the average of the adjacent values (instead of '0'). Secondly, when the forecasted Contact Volume value is '0', the AHT value for the same time interval is also set to '0' (instead of 10 seconds). Additionally, the forecasting algorithm ignores gaps between the end of historical data and the beginning of the forecasting period, and calculates values as consecutive to historical data.